Freshworks > 实例探究 > 扩展客户服务并取悦客户：Instantprint 案例研究

扩展客户服务并取悦客户：Instantprint 案例研究

技术

适用行业

适用功能

用例

关于客户

Instantprint 是英国最大的在线打印机，为超过 50 万小型企业提供印刷营销材料。他们以快速交货、无与伦比的质量、合理的价格以及帮助客户选择合适产品的友好“印刷专家”团队而闻名。

挑战

随着快速发展，Instantprint 在扩展客户服务方面面临着挑战，包括缺乏可见性、缺乏跟踪、没有客户反馈以及缺乏所有权。

解决方案

Instantprint 实施了 Freshdesk 全渠道，这是一个将所有沟通渠道整合为一个平台，可以更好地跟踪、可见性和客户反馈。他们还使用 Freshchat 提供聊天支持，并将会议安排应用程序 Arrangr 与 Freshchat 集成以进行视频咨询。

运营影响

The implementation of Freshdesk Omnichannel and Freshchat has transformed Instantprint's customer service operations. They have successfully established a support organization that delights customers at every turn. The transition to remote work during the COVID-19 pandemic was seamless with Freshworks’ cloud-based suite of solutions, with no drop in service quality or IT dependencies. The introduction of chat as a channel has helped Instantprint manage rising contact volumes and deliver speedy and efficient customer service. The ability to track the nature of customer queries and identify common pain points has enabled them to continuously improve their service. The introduction of video consultations has provided a more personalized, empathetic service, easing customer anxiety during challenging times. Overall, the seamless omnichannel service has become an instant hit with Instantprint’s customers, and the organization is ready to take on any future challenges without impacting the customer experience.

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